BUSN258 Final Exam Complete Solution 1

Question: #21497

BUSN258 Final Exam 1 1. Question : (TCO 1) The best way to win customer loyalty is to: Points Received: 5 of 5 2. Question : (TCO 2) Which of the following problems is NOT listed as a people turnoff? Points Received: 5 of 5 3. Question : (TCO 3) Small companies can compete against larger ones if they offer: Points Received: 5 of 5 4. Question : (TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value? Points Received: 5 of 5 5. Question : (TCO 5) Companies cannot wait years for their customers to see long-term value, so they should: Points Received: 5 of 5 6. Question : (TCO 4) Smart companies connect with their customers through: Points Received: 5 of 5 7. Question : (TCO 5) Intrinsic value arises from: Points Received: 5 of 5 8. Question : (TCO 5) Communication efficiency is: Points Received: 5 of 5 9. Question : (TCO 5) Customer convenience stems from: Points Received: 5 of 5 10. Question : (TCO 4) How long do Americans want to spend preparing a meal? Points Received: 5 of 5 11. Question : (TCO 9) To avoid requiring customers to do repetitive tasks: Points Received: 5 of 5 12. Question : (TCO 8) A company's culture is made up of: Points Received: 5 of 5 13. Question : (TCO 8) Many customers get their first impression of your company from: Points Received: 5 of 5 14. Question : (TCO 9) Calling yourself Mr. or Ms. may give the impression that: Points Received: 5 of 5 15. Question : (TCO 8) Which employees do most customers associate with a company? Points Received: 5 of 5 16. Question : (TCO 10) The three-step process for acting on complaints does NOT include: Points Received: 5 of 5 17. Question : (TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again? Points Received: 5 of 5 18. Question : (TCO 10) Feedback is a form of: Points Received: 5 of 5 19. Question : (TCO 10) A quick response to a customer's problem should convey: Points Received: 5 of 5 20. Question : (TCO 11) When it comes to listening versus speaking: Points Received: 5 of 5 21. Question : (TCO 12) A good strategy with an angry customer is: Points Received: 5 of 5 22. Question : (TCO 6) Which of the following behaviors is NOT characteristic of aggressive people? Points Received: 5 of 5 23. Question : (TCO 11) Abrasiveness refers to: Points Received: 5 of 5 24. Question : (TCO 13) In the NPS formula, the P stands for: Points Received: 5 of 5 25. Question : (TCO 13) Market share refers to: Points Received: 5 of 5 1. Question : (TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction. Points Received: 25 of 25 Superb response 2. Question : (TCO 4,5) Explain the concept of goodness of product fit. Points Received: 25 of 25 Awesome response 3. Question : (TCO 6, 7) Describe the two personalities a customer will encounter when doing business with an organization, and provide examples of each from your own experience. Points Received: 25 of 25 Fantastic response 4. Question : (TCO 8, 9) Describe at least three techniques that companies can use to successfully engage their customers. What are your recommendations for improving a company's ability to engage their customers? Points Received: 25 of 25 Brilliant response 5. Question : (TCO 13) Describe the difference between customer share and market share. Explain which concept is more important. Points Received: 25 of 25 Outstanding response

Solution: #21534

BUSN258 Final Exam Complete Solution 1

A+ Please look at the attach...